Course Description

This course is 49 learning hours inclusive of 5 hours of live sessions. It is recommended that students spend an average of 7 hours per week on this course.

The final course in the Certificate in Customer Service Specialization looks at strategies related to refining, measuring and improving customer success. Students will learn about data and artificial intelligence (AI) used in customer success strategies, as well as talent management and human resources in customer success. The course will also cover professional best practices, decision making, ethics, and will provide a recap of customer service as a profession.

Course Outline

Each week includes a one-hour online live session with the instructor. Students who are absent for a live session will have access to a recording.

  • Week 1: Data and Artificial Intelligence in Customer Service Specialization
  • Week 2: Talent Management and Human Resources in Customer Success
  • Week 3: Professional Practice, Decision-making, and Ethics
  • Week 4: Recap of Customer Service as a Profession
  • Week 5: Customer Service as a Profession and Profession Best Practices

What You Will Learn

  • An overview of loyalty programs
  • How to hire the right people for customer retention
  • AntiSpam laws
  • How to promote yourself as a customer service professional


By enrolling in this course, you will be automatically enrolled in the Certificate in Customer Service Specialization.

The Faculty of OLCD recommends an intermediate level of English language proficiency for the most effective learning and participation in our online and face-to-face courses. A list of the minimum recommended scores on some common English tests can be found on our website. If you have questions about your English language proficiency and ability to succeed in this course, please contact openlearning@dal.ca.

Recommended For

  • Small business owners
  • General/Technical salespersons
  • General managers and managers
  • Executives/Supervisors

Applies Towards the Following Certificates

Enrol Now - Select a section to enrol in
Section Title
Refining, Measuring, and Improving Customer Success Strategies
Online - Scheduled
8:00PM to 9:00PM
Sep 11, 2024 to Oct 09, 2024
Online Examination
Oct 09, 2024 to Oct 23, 2024
Schedule and Location
Total Learning Hours
  • Online Campus - Atlantic Time
Instruction Delivery Method(s)
Course Fee(s)
Fee non-credit $1,195.00
Reading List / Textbook
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Author: Nick Mehta; Dan Steinman; Lincoln Murphy
Edition: 1st
Binding: Hardcover
Publisher: Wiley
ISBN: 9781119167969
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